- Chat client
- A web client integrated on a company's web pages used by a customer to chat with a company's contact centre. The web client can show different views depending on the status of the chat session. For example:
- A view where you specify your errand.
- A view where you chat.
The chat client is implemented via an API available in ACE Web SDK.
- The reference client
- The HTML5 based chat client which is included as an out-of-the-box working example in ACE Web SDK.
- ACE Chat Engine
- A part of ACE implementing a web server in order to handle incoming chat sessions. ACE Chat Engine communicates with ACE Server.
- ACE Chat Engine Server
- A server computer containing one or more instances of ACE Chat Engine, e.g. one instance for each customer service.
- Chatting customer / web visitor
- The person having requested a chat session with the contact centre. Also the same as the chat client user, i.e. the customer.
- Chat history
- The part of a chat window where the history of entries for a chat session is shown. Each time the customer or agent makes a new entry, this entry ends up at the bottom of the chat history area.
- Chat entry
- A text entered in a chat session in progress. One or more lines with text, sent as one unit. Entries are made by both customer and agent.
- Chat
- The support function in ACE Agent where the agent makes his chat entries for a chat session is called a chat. The number of chats shown simultaneously in the chat window in ACE Agent is ruled by client settings.
- Chat session
- Another name for a chat contact. The term chat session, however, mostly refers to chat contacts that have in fact been answered by an agent and where the agent and the customer are chatting with each other. Also named just chat.
- Chat entry field
- The field in a chat client and ACE Agent where the agent and the customer make their next entry in a chat session.
- Video chat
- In a chat session, a video chat can be established between the two parties. This requires that
- both parties have the appropriate equipment i.e. microphone, web cam, etc.,
- the ACE solution has licenses for chat and video,
- the agent's access role contains the Execute video access function.